1762 NW 57th St #401, Seattle WA 98107
Telephone (206) 329-2633
Unix (Linux, Solaris, Macintosh OS X, IRIX, FreeBSD, others); Documentation (Writing Policies, XML, DocBook, HTML, CSS, LORE knowledgebase, WordPress); Change Management (CVS, RCS, SVN, Cfengine); Trouble Ticketing (SalesForce, Remedy, Req); Network Security and Management (TCP Wrappers, tcpdump, snort, ethereal, nmap, Nessus, SNMP, MRTG); Firewalls (ipchains, iptables, IP Filter); Encryption (OpenSSL, X.509, IPSEC, FreeS/WAN); Scripting/Programming (Perl, bash, ksh, sh); Internet Services (sendmail, postfix, apache, bind, ISC dhcp, ssh, others); MySQL; Backups (amanda, Retrospect); Networked Filesystems (NFS, Samba, CIFS/SMB, NAS); Productivity Applications (Microsoft Word, Excel, PowerPoint, others).
September 2008 - Present
Triage, assign, and resolve incoming escalations from the Support team; investigate and resolve performance complaints from customers and evaluations; develop and maintain a prioritized list of development projects to improve customer experience and reduce support intervention; write specifications for supportability improvements to our product; advocate for customers from within the Engineering team; work directly with major customers to restore confidence in our product and to build productive ongoing relationships.
October 2007 - September 2008
Managed relationships with strategic accounts; ensured prompt resolution of technical issues by Support; acted as single point of contact for customer issues, or as escalation point for dissatisfied customers; represented Global Services in Engineering triage meetings; worked directly with Engineering to address critical or systemic customer issues; produced internal and external communications documenting policies, procedures, accepted configurations, and debugging techniques; developed and submitted feature requests and special project requests for strategic accounts; developed migration, testing, performance, and capacity plans for strategic customers.
April 2007 - October 2007
In addition to the duties of Senior Technical Support Engineer, disseminated technical information via blog posts and weekly meetings; trained and monitored Support Engineers for compliance with polices and best practices for customer support and technical troubleshooting; developed and monitored metrics for support technician performance; developed Support escalation procedures; escalated issues to Engineering; represented Global Services in Engineering triage meetings.
November 2005 - April 2007
Configured and supported Isilon clusters in customer environments; debugged complex hardware, software, and interoperability failures between Isilon clusters and multiple client platforms; produced internal and external communications documenting policies, procedures, accepted configurations, and debugging techniques; updated, developed, and maintained knowledgebase articles on these topics.
July 2005 - November 2005
Built and administered production and test servers on more than a dozen Linux and Unix varieties; automated system management functions across platforms; documented systems and procedures; analyzed systems and applications; analyzed open source development methodologies; developed and implemented compatibility solutions for Linux systems in a Microsoft Windows environment.
July 2001 - July 2005
Built and administered production servers on Red Hat Linux, including IPSEC-compatible VPN services, e-mail, web services, name service, backups, and more; implemented progressive professionalization of Internet services at customer sites; documented systems and procedures in operations manuals and other formats; audited customer systems for security issues; designed and implemented automated secure Internet server solutions for customer sites; developed system management and automation software in Perl and Bourne Shell; developed a trouble-ticketing system to customer specifications (BATTS); architected customer networks; debugged customer ASP; managed X.509 certificates for customer Web servers; coordinated development of the Bastille Linux Project.
November 2000 - July 2001
Administered mission-critical services on Red Hat Linux and FreeBSD servers, including name service, bandwidth billing, backups, file services, and more; managed and responded to intrusion-detection software and scripts; audited internal and customer systems for security issues; tracked down and eliminated network and system abuse both within and outside our network; documented existing systems and practices; wrote and maintained policies regarding security, customer support levels, and others; developed security automation programs and license management software in Perl and Bourne Shell; provided top-tier technical support for customers; coordinated development of the Bastille Linux Project.
May 1998 - November 2000
Led development of the Bastille Linux Project and spoke at computer security conferences about the project; Administered systems running Red Hat Linux, IRIX, and Solaris, including software installation maintenance and troubleshooting, hardware installation maintenance and troubleshooting, system backups, performance tuning, and user maintenance; developed and maintained the Linux portion of a Linux / NT dual-boot system for deployment in labs on-campus; served as first-line troubleshooter for centrally deployed systems; maintained HTML-based logs of centrally installed software; documented current systems and practices.
September 1994 - March 1998
Administered SunOS and Solaris systems; administered Windows NT users; authored HTML; repaired PC / Macintosh hardware and configured software (including installing Windows NT); designed databases; edited and proofread brochures; scanned and OCRed for HTML conversion; tutored users.
December 1997 - January 1998
Programmed CGI scripts in Perl; Authored HTML; repaired Macintosh hardware and configured software; searched the Internet and abstracted articles.
February 2001 - May 2001
Co-taught SANS Institute's GIAC Security Essentials course.
304 pp. Que. 2000. An introduction to Unix for advanced computer users, a counterpoint to the "For Dummies" books.
July 2001 - May 2005
Provocative 700-word column on issues related to the open source community, including the value of the CISSP certification, full disclosure of vulnerabilities, and programmers' inappropriate macho tendencies.
Chapter 21 of Unix Unleashed, 4th Edition by Robin Anderson and Andy Johnston. SAMS Publishing. 2002.
;login: Magazine, Volume 26, Number 7. pp 50-54.
January 2000 - February 2002
Monthly 1500-2000 word column about Linux and Unix for Web Hosting Magazine.
Spring 1999 - Present
For publications including Web Hosting Magazine, ITWorld, Freshmeat, and others.
3rd Atlanta Linux Showcase Proceedings.
Panel discussion. Web Hosting Expo.
Colorado Linux Info Quest.
LinuxWorld Expo New York. (Also presented August 2000 at LinuxWorld Expo San Jose, and February 2000 at LinuxWorld Expo New York.)
Loyola University Latanze Center.
OTA Linux SIG (Belgian Unix Users Group).
Invited talk. SANE 2000, Maastricht, the Netherlands.
With Jay Beale. SANS Security San Francisco.
With Jay Beale. SANS Security San Francisco.
Atlanta Linux Showcase
Numerous birds-of-a-feather sessions at conferences, including SANS Security conferences and Usenix Technical conferences. Numerous presentations to Systems Administrator Guild local groups and Linux Users Groups.
International Information Systems Security Certification Consortium, Inc. 2001. (Expired 2005)
SANS Institute. 2001.
Paper: Development of Exploits for CVE-2000-0666
Majors: Philosophy / English (concentration in writing).
General Honors, Honors in the major.
Webmaster, Seattle Area System Administrators Guild; Founding member, DC Cypherpunks (cryptography policy and technical group); Volunteer, Electronic Privacy Information Center; Member, DC Linux Users Group; Member, DC SAGE (System Administrators Guild); Meeting Coordinator and Host, Old Bay SAGE; Member, UMBC Linux Users Group.Last Modified: Tuesday, 04-Aug-2009 10:16:43 EDT